NTL Customer Services: Your personal experience

[AntiSilence]

I've not had to phone them too many times, but they were helpful when I did. I phoned them once to tell them that the DTV had gone off, and I didn't know why (the bill was paid). The tech guy was puzzled as well, so he did some checking and found they'd cut the wrong person's TV off! Yeah, mine! LOL. They put it back in within 20 mins so not too bad.

[mmole331]

[QUOTE=Chris T;76262]OK, let's have a definitive answer to this thorny issue. What is your own personal experience of NTL customer services?

I change over to the £30.00 plus calls my calls came to £3.72 but had billing for £38.71.
When I tried to contact customer service and told them I am deaf and cannot here what is being said on the phone, would they please do it by email.

And all they done was to requote the telphone number.

This has been going on now for over three weeks. but they will not buge

Would be greatful for any help please

mmole331.

---------- Post added at 14:49 ---------- Previous post was at 14:45 ----------

[QUOTE=mmole331;34107181]

Originally Posted by Chris T

OK, let's have a definitive answer to this thorny issue. What is your own personal experience of NTL customer services?

I change over to the £30.00 plus calls my calls came to £3.72 but had billing for £38.71.
When I tried to contact customer service and told them I am deaf and cannot here what is being said on the phone, would they please do it by email.

And all they done was to requote the telphone number.

This has been going on now for over three weeks. but they will not buge

Would be greatful for any help please

mmole331.

Originally Posted by martinlindley

well to be honest i think customer service is good. ok could and will be better but i generally think the customer services are great.

and yes i do work for them ha ha ha

Ok. looking in your crystal ball. when will they get better?

[otguk]

Was talking with retentions today and at the end off the call I asked how much i was paying for this call cos the web site said it was 5p a min from a BT line, he said i was paying 20p a min.


17mins 1st call b4 i was cut off and 25mins 2nd call, it soon adds up.

[lostandconfused]

unless you were calling of a mobile thats not true. its just over 6p pm during the day, just over 1.5p pm evenings.
thats providing you called the 0845 CS number.

you would have been better calling the free one though. 0800 052 9403

[Itshim]

As you may be aware have had problems with STB - now sorted - anyway lovely lady called asked if all was now OK said yes alls fine said I will credit you a months bill ( yes right) and she did !

[Chris W]

Originally Posted by mmole331

I change over to the £30.00 plus calls my calls came to £3.72 but had billing for £38.71.
When I tried to contact customer service and told them I am deaf and cannot here what is being said on the phone, would they please do it by email.

And all they done was to requote the telphone number.

This has been going on now for over three weeks. but they will not buge

Would be greatful for any help please

mmole331.

There is a text phone number for customer service... I'm not sure what it is, but if you email customer service, or have a friend call them i am sure they can tell you.

[quadplay]

The Textphone number for ntl is 0800 052 9735, as shown in the Contact Us section of the ntl website: http://www.ntl.com/locales/gb/en/contact/index.html

[krusty23]

Hit and Miss with me, sometimes you can get someone who knows what they are doing other someone who has absolutely no idea.
I suppose this is the same for most customer services really.

[pharrell]

I agree with most opinions on this forum - the one that sticks out most is it depends on who you speak to at Customer Care, on occasion I have had wonderful Customer Service, and others I feel like I am getting no-where - the best solution I have found, is if you have someone who is not helpful, be plain and honest with them, tell them you wish to register a complaint once the call is finished, and I guarantee you their attitude changes very quickly - mind you, I have yet to register a complaint, but it sure gets them on their feet and offering all kinds of deals and special offers.

[fireman328]

I had to contact NTL on 4th. October to report that my new EPG was not working correctly, after a reasonable wait I was connected to CS. I explained the problem and the CS diagnosed that I needed a replacement box and an engineer would call on the 5th. which I thought very good service. Today the engineer called, he took about 15 seconds to tell me that there was a problem with the EPG, I could have told him that ! He also told me that it was a known problem and it would be rectified "in a few weeks" ! I asked about the replacement box and said CS had told me that a new box was needed and the engineer said they did not know what they were talking about and promptly left after spending less than 5 minutes in my house !!!!!!!

[chrisjones]

Originally Posted by fireman328

I had to contact NTL on 4th. October to report that my new EPG was not working correctly, after a reasonable wait I was connected to CS. I explained the problem and the CS diagnosed that I needed a replacement box and an engineer would call on the 5th. which I thought very good service. Today the engineer called, he took about 15 seconds to tell me that there was a problem with the EPG, I could have told him that ! He also told me that it was a known problem and it would be rectified "in a few weeks" ! I asked about the replacement box and said CS had told me that a new box was needed and the engineer said they did not know what they were talking about and promptly left after spending less than 5 minutes in my house !!!!!!!

Did you not insist that a new one be installed? I'd have offered them a cuppa and politly asked that they carry out the work you were told would take place.

[fireman328]

Originally Posted by chrisjones

Did you not insist that a new one be installed? I'd have offered them a cuppa and politly asked that they carry out the work you were told would take place.

Plus the statment "it may take a few weeks"

I was gob smacked

[chrisjones]

Originally Posted by fireman328

Plus the statment "it may take a few weeks"

I was gob smacked

I would have told him to pitch a tent in the front garden!

Seriously though never let an engineer leave until you are happy.

[scottlambert]

I was actually told by one ntl bod that he "couldn't give a monkeys" when i was complaining.
you are a bit snookerd when you get that!